North American Van Lines

My rights and responsibilities were never explained.  When I pointed out carpet damage that the movers caused, the supervisor stormed out and told the driver "I'm outta here, you deal with him". I purchased full replacement value with a zero deducible.  However the movers refuse to accept any liability for damage to woodwork, carpeting, and furniture as I did not annotate damages on the receipt of delivery form. There is not sufficient time to inspect the entire home and contents while the driver is shoving the delivery form at you to sign. If anyone uses this moving company be sure to perform a through inspection of your home and belongings no matter how long it takes the driver and crew to remain.  Do not believe the driver when he tells you that you have 90 days to file a claim.  North American will only pay you if you cite the damages on the delivery form. Also if you ask if the movers will pick up your empty boxes, do not believe them when they say that you can just call for a refuse pick up.  There is a $200 dollar charge for this service.  Get everything in writing from this company.  If you have other choices, seriously consider another mover.

Service cost: $6000

The North American Van lines moving company lacks of honesty, they do not have a good planning nor management of shipments, they postponed our delivery 4 times, we spent more than 20 days without our furniture, they are not professional in planning a shipment with the drivers, and they always say that they have shortage of drivers..
In summary, avoid this company at any expenses, honesty is a must in this kind of job and they lack of honesty.. Do not use the North American Van lines to move, if you want to be comfortable with no stress nor frustration just move by yourself !! or just look for another more respectful and loyal company but NEVER THE North AMERICAN VAN LINES..

Service cost: $2000

I used North American to assist with my move. I wish I hadn't.
 
Most of my furniture arrived soaked and moldy. I had to throw out a lot of items due to water damage and mold/mildew: two bookshelves, dining room table, pieces of my bed, an entire desk, and a lot of my photos. And I had to have a lot of other items repaired due to water damage and mold/mildew: a set of 3 tables for the living room (coffee table, tall table, side table), pieces of my bed that weren't completely ruined, my entertainment center, two recliners and a couch, my grandma's dishes, and the reamining photos that weren't completely ruined.
 
North American told me it was MY fault for not purchasing their full insurance. (I guess I apparently had too much faith in the company.) They reimbursed me, according to their basic insurance, 60 cents per pound of damaged/ruined belongings. I received a total of $480 to replace and repair everything that they damaged. They were very rude during the entire claims process. Such a headache! A headache that could have been avoided had I not used North American!!

Service cost: $2295

     I spent many hours working on a claim for lost/broken/stolen household goods that were moved by Roger Ward North American Van Lines in Minot, ND, to our new residence in Nine Mile Falls, WA, in May 2012.  I submitted numerous forms, photos, etc., as I advanced through the various steps of the arbitration process all the way to the top where I paid $300 for a forum (including a lawyer) to convene.  At each level, we received one letter of denial after another signed by people who don't even have to give their last names (i.e., Katie S., CindyB.).  If this review deters just one prospective customer from using this company's services, it will have been almost worth it to me.       We are in our late 60s and my husband is a 100 percent disabled veteran and North Amerian Van Lines was selected by the Department of Veterans Affairs for our move after we decided to move closer to our two daughters.  Being a disabled vet, he supposedly got a discount for the move.  We had one person from Roger Ward North American, the local moving company, come to our house one time, but shortly after that, he took a job elsewhere, so we had little or no point of contact or guidance for our move.  We did our own packing and, according to the form signed by both parties, our household goods were insured for $10,000.  Four men from Roger Ward came to pick up our household goods, but their semi-truck had broken down in Oklahoma, so everything had to be unloaded into their warehouse until it was fixed.  Several people had access to their warehouse and we believe it was there boxes were opened and things were stolen out of them and resealed, which would have been very easy to do.  Four members of our family were here to receive our household goods when they arrived, but we would not get to WA until almost three months later waiting for the sale of our house in ND to close.  In addition to our furniture, we had over 300 boxes, but family members weren't allowed to check them off on the forms as they were brought in (the driver stated that would take all day and he didn't have time).  During the unpacking process, we found items broken and missing.  Most notably missing was my jewelry box, which contained mine and my mother's wedding rings (my mother passed away in 1960 when I was 16 years old), all my sterling silver, copper, turquoise, and other rings, Seiko watch, Black Hills Gold jewelry, jade charms, and many keepsakes.  My husband had purchased the jewelry box in Taiwan and we submit the packing box it was in was cut open somewhere during the move, the jewelry box lifted out, and the box retaped.  We stated there is just no other explanation.  We found the carved bottom to it in a box I was unpacking and sent pictures of it with our claim.       We submitted a conservative claim of $3,053.27 for our lost/broken/stolen items.  Our claim was denied at each level.  Believe me, they will find a reason to deny your claim and the final denial of our claim was written in legalese that it would take a rocket scientist to understand.  Don't even bother to file a claim--or better yet, don't choose North American Van Lines in the first place.

Service cost: $7000

Awful experience with this company. I used them to move from Baltimore to San Francisco.  They use local moving companies contracted with North American to pick up and drop your things off. The local company in Baltimore picked my things up on a Friday and then North American was supposed to pick it up from them on the coming Monday but they picked it up a week late. The explanation I got was "it fell through the cracks." On top of getting my things in San Francisco a week later than promised, every piece of furniture they moved showed up either scratched, nicked, chipped, damaged, or broken.  I literally had to get a new couch because they damaged it so badly. I had to make multiple claims and they ended up sending me about $1,500 because there were so many issues. They sent out a local restoration company to verify the claims I made and then sent me the money. The whole process of filing the claims and getting the money took about 7 weeks which is ridiculous. Unless you want your things to show up a week later than promised and have them all damaged I urge to find a different moving company. .

Service cost: $4300

Horrendous - this is the standard of service I received from North American Van Lines. Here's why: they severely damaged my dining room table. I had given explicit instructions on how to handle it but everything I said went completely ignored. They delivered my bookcase with a large gouge in it. A glass picture frame was destroyed, as well as a number of glasses. Finally, one of the dresser drawers was delivered without its handles.

The packers were nice people, but had not been told they were also expected to load my belongings onto the truck. They had not brought the necessary packing equipment as a result. That caused considerable and unnecessary tension. The company was unable to give me a clear delivery date: a two week window turned into three weeks. All of the individuals I dealt with attempted to be efficient but the overall lack of organization and skill, along with the damage to my belongings, made my experience with NorthAmerican Van Lines very unpleasant.

Service cost: $4800

We picked North American Van Lines because they gave us a good quote and the sales person was nice. Well, they were awful. They outsourced our move. The morning of the move the driver informed us that all our stuff would not be going on the same truck. They picked up to much stuff at the first stop. But said no worries your stuff will be put on a second truck and all will be fine. Well, it wasn’t fine. The first truck came in good time but the second truck didn’t leave Florida until the date our contract said all would be delivered. We got the bulk of our stuff two weeks later. We had no clothes and when I contacted our movers they said not our problem call corporate offices. Well I did and two weeks later am still waiting for a supervisor to call me back because according to them clothes aren’t essentials. I had a funeral to go to and my husband had a job interview which we both had to buy new clothes for and they don’t care. The movers who packed the truck left my,house a mess. I had a friend lock up and they left McDonald wrappers and cans everyrwhere. They stole chicken wings I had in my freezer for my friend. They stole a check I had left in a draw and I had to put a stop payment on and we didn’t get brand new fishing poles and my piggy bank never showed up. We had damage to stuff. I don’t complain it isn’t in my nature. I hate to do it. But this company is awful. If I could prevent one person from using this company it is worth it. They give you a great price. The sales man is nice but than they have you and after that no one cares. Worst movers ever.

Move size: 4 Bedroom Home Service cost: $7500

Cross country move from NY to Idaho. A professional pleasant woman came to the NY house, gave us a quote, and told us if we packed certain things like our clothes and our TVs, we would save some of the 22,000 quoted. We asked for a full pack out.
When the packers arrived, they did 2/3 of the packing, used left over boxes saved from our last move (charged for new ones), then hit the road without finishing the packing.
When we arrived in Idaho,they would not unpack until we gave them a certified check for 22,000 dollars. No adjustments had been made. We were told to contact customer service. Once we were able to talk to a human, we were informed that we had signed a "Guaranteed " quote. Guaranteed that they get 22,000 no matter what they provide or DO NOT provide. So, we paid for a full pack out, got a partial pack out, they used our boxes and charged us for new ones, there have been at least 7 calls to customer service with no compensation /resolution. In addition, Our 5000.00 desk is damaged, but, of course, it is documented as damaged before packing. Not true.
North American states " they really have nothing to do with the move, Beltman is responsible for all that happens." Why have customer service if the answer is to wash your hands of all that happens? This all screams scam to us. Blaming the customers all the way and taking our money for POOR service.
The only decent part of this was the crew who unpacked in idaho worked very hard and did their best.

Move size: 4+ Bedroom Home Service cost: $22000

I can't believe this company is still in business after the awful experience I had with them. Moved from Chicago to Pasadena. Lost my couch, dining room chair, damaged my dining room table, lost/stole my bike and then claimed I didn't have a bike. Charged me an additional $500.00 to change my move date, but didn't tell me that I would be charged. Over $5,000.00 in damaged/lost items and received a check for $150.00. Highway robbery! I don't know why anyone would use them after reading the reviews. I've moved a lot and BY FAR WORST MOVERS EVER. I wrote the CEO about my experience and he told me to jump in a lake. I guess it's true, the fish rots from the head down.

Move size: 1 Bedroom Home Service cost: $4000

For a period of 4 years I paid over $40,000 to The Moving Connection (a Baltimore affiliate of North American Van Lines) to safely store and deliver my possessions, which included many valuable antiques. On June 28, 2018, the above company delivered my belongings to Glenside, PA. Contrary to my request, the movers carelessly piled up hundreds of boxes, many marked fragile, in my detached garage, which made it impossible to verify whether any of their contents were damaged or missing. Upon later examination, I discovered that a number of antique lamps, clocks, etc. had been damaged or were missing. My attempts to obtain compensation for my considerable financial losses by filing a claim with SIRVA (the claims adjuster for NAVL) were unavailing. I received nothing but specious and flimsy corporate boilerplate excuses in defense of gross negligence and incompetence. I intend to pursue this matter further with my credit card company and, if necessary, bring the dispute to the local small claims court.
The upshot is, avoid NAVL at all costs and do not expect fair treatment from any insurance agency affiliated with a major moving company.

Move size: 4 Bedroom Home Service cost: $111

I chose North American because I thought I could trust a company that had been in business for decades. Big mistake! The estimator didn't do her job accurately, we waited for weeks past our move date for them to find a truck. Then the truck didn't have enough room for a good portion of our house. We waited for another 5 weeks to get the remainder of our things. Many arrived crushed or damaged. They overcharged us $2,000, have no trouble collecting the money up front, but I'm still fighting for reimbursement. If I had to do it over again, North American would be the last movers who I would even consider!! Wish I could rate 0 stars.

Move size: 4+ Bedroom Home Service cost: $10000

DO NOT USE THIS COMPANY. After paying this company $9,300. to move our belongings to our new home in Idaho from the Bay Area, we are still waiting for many of our boxes and the rest of our furniture, because our “load” was not correctly calculated, therefore they could not get it on the original moving truck. We are going on 4 weeks now, and continue to get the same “we are doing the best we can”, and no answers as to when our situation will be escalated to a person who can get the job done. I have continually requested to speak with a person with the authority to tell me at what point, how long we must wait before they hire someone to move our belongings or ship them using another shipping carrier. This has been a nightmare, with promises of phone updates that NEVER, not once has occurred, with no plan as to the next steps they are going to take in order to get our things to us. They got our money and now they have many of our irreplaceable belongings sitting in their storage facility. Lose lose for us, they are out nothing.

Move size: 3 Bedroom Home Service cost: $9275

I moved from Sherman Oaks (LA) to the WDC area in April 2017. North American Van Lines transported my goods cross country. I had the Protection Plan and paid just under $13,000 to have my possessions transported from one point to the other. Here' s the problem: Some items were lost. Even with a video taken just before the move showing the missing items, North American refused to honor the claim. The items did not show up on the inventory form because North American's affiliate failed to properly note the items on the inventory sheet and the protection plan failed to protect me.
North American did honor my claim for broken crystal glasses (irreplaceable) because the remnants arrived to the destination. I appealed the refusal but North American had no interest in other forms of proof even though we were under contract.
I seriously considered legal action but the cost of legal representation would have outweighed my loss.

Move size: 4 Bedroom Home Service cost: $13000

We moved from Texas to California and paid over $18k. This included one month of storage in Texas which cost about $4k.

Everything went seemingly smoothly until our items were delivered.

Almost all major pieces of furniture were damaged. Large cracks in our brand new dining table, legs knocked off new nightstands, chips on edges and corners of everything.

We went through claims and got $5k back and now are the proud owners of damaged everything.

Do NOT recommend using northAmerican Van Lines unless you don't care about your stuff.

Move size: 4+ Bedroom Home Service cost: $18000

I have moved over 12 times in the last 14 years. My cross country move last month was the first time I used North American Van Lines. It will be my last time using them. They lost several items, broke several other items, including a sentimental and signed sculpture. I submitted a claim with documented photos, and they refused to pay a cent on the missing and broken items. I even purchased additional insurance with them for the move. These guys will gouge you at every turn, then give you the stiff arm after then lose and break your items. Stay away from them on your next move.

Move size: 2 Bedroom Home Service cost: $5194

We were moving from Washington state to Pennsylvania. They signed a contract with us for delivery for 2 houses between the 8th-13th of May 2019. They delivered part of the first household . They haven't delivered the other part of our shipment yet. The day of the move, the driver told us that North American had contacted him the day before he was going to pick up the entire household. They assigned him to a move in the state of Michigan which meant he couldn't pick up our entire household as contractually agreed upon. The driver stated they had even tried to get him to postpone picking up the entire move for 2 weeks. This was not feasible as we had made arrangements for children, jobs and hotel reservations along the way. The driver said he would take the load to one of the Pennsylvania houses and the 2nd load would be warehoused for 1-2 days before delivery to the 2nd house. North American has still not delivered the load to the second house 10 days after their deadline. The driver of the 2nd load called to inform us that the local North American affiliate was unable to provide moving help for May 23rd ( as promised) so the truck will sit for 24 hours .The entire shipment for the first house was not delivered as promised. There are a lot of items that have not been delivered ( items I stated earlier as well as others). Because of the poor logistical planning by North American, we had to rent a U-Haul truck to move numerous heavy items that were delivered to the wrong house, which my 64 year old husband had to move. They have not delivered my wedding dress ( sentimental value), shoes, winter coats and Payton Manning jerseys! Some glassware was broken as well as some of the picture frames. Some of my clothes were packed with non-clothing items( tv base and light bulbs). We had to purchase our grandchildren clothes, air mattresses for them to sleep on as their beds still have not been delivered, toys for the grandchildren and pots along with kitchen utensils to eat and cook with.The communication with the company have been horrible. The day following the move, we contacted the company for a date for the 2nd shipment. They informed us that they were unable to provide a driver for 2 more weeks. When we asked them what our grandchildren and daughter were supposed to live on, they informed us they would "provide" air mattresses and silverware but made no mention of clothing or bedding. They have not contacted us to inform us as the status of our items; we have been calling them multiple times just to get any information. They charged us $17,800 for this type of service! Do not under any circumstances ever use these guys.

Move size: 4+ Bedroom Home Service cost: $17800

North American Van Lines could not take all of our household goods so they only took what could fit on the truck. That delivery was on time, but the remaining household items aren’t anywhere in sight. Their office said they could be delivered by 6-27 whereas the first delivery was on 6-19. The local agent is pointing fingers at the corporate office and the corporate office is pointing fingers at the local agent. I’ve told them it is you problem not a me problem. Their customer service is a joke..still waiting for a callback (two days) Totally disappointed!

Move size: 3 Bedroom Home Service cost: $8000

I'm a 100% disabled veteran and hired North AMERICAN van lines using there disabled discount.
[NAME EDIT] said he always estimates high & he estimated 10,000#'s with a price tag of around $10,000.00.I told tim my stuff needed to go to storage until I could build a pole barn to store it in on my empty lot! [NAME EDIT] ask me for the address for the empty lot, of course I gave it to him, but said there's nothing there, storage was necessary until the pole barn was built!
After the trk was loaded the driver said he was headed to the scales to weight my load. A couple of days after that I talked to [NAME EDIT] & he said my stuff was going to be delivered in a few days? I reminded him it needed to go into storage.. he started saying something about a change order? Still don't know what a change order is, but it should have been headed to storage?
I emailed [NAME EDIT] asking for the weight, no reply?
I emailed him several times in the following weeks? No answer?
My stuff was delivered to a storage unit that I rented (couldn't get pole barn built) and when I ask the guys unloading into the storage unit if they knew how much weight there was, they didn't know?
NOT SURE WHY THE WEIGHT WAS SUCH A BIG SECRET?
So about 45 days later asking for the weight from[NAME EDIT] and [NAMED EDIT] and after delivery I finally got a answer? It was almost 4,000#'s less than the estimate!
A couple of weeks later I call for the total & was told they don't have it? What? Said it'll be a couple more weeks! I call back after a couple of weeks and the lady told me I had overpaid by about $2,000!
A couple of days later I get a call from [NAME EDIT] saying I owed the almost $2000.00 & ripped it fm my credit card?
LIKE I SAID I'M 100% DISABLED FROM VIETNAM AND WE'RE STILL BEING TREATED LIKE DIRT AND STEPPED ON CAUSE THEY CAN! I feel RIPPED OFF FROM A COMPANY THAT HAS DISABLED VETERAN DISCOUNTS! WHAT A JOKE!
I WOULD STRONGLY RECOMMEND NO VETERAN USE NORTH AMERICAN VAN LINES, KEYSTONE MOVING AND STORAGE, COLEMAN MOVING & STORAGE OR ANY OTHER MOVING COMPANY ASSOCIATED WITH NORT AMERICA VAN LINES..

Move size: 3 Bedroom Home Service cost: $12000

The packers used by this company never packed over $1000.00 worth of children's toys that were located in a playroom in my house. All the toys were for 3-7 year old children. Some of the toys were from the 1970’s and are valuable as collectibles. We believe the female packers loaded the toys into boxes, then placed the boxes into a van they had parked in our garage. The boxes were never inventoried, so the moving company refuses to cover the loss as missing inventory. As a warning to others, never leave packers alone in your house and carefully monitor all their movements. Do not assume a reputable moving company hires honest employees. Obviously this company did not.

Move size: 4 Bedroom Home Service cost: $23000

I would give them 0 stars if I could. I have used NA many times and never again. Disassembled an antique table - completely destroyed. Broke antique desk even though it was marked fragile. Broke lawn mower which I had just fixed. Assembled bed without the wheels so now I get to do it. Left feet on the sectional unattached. Took apart something I have no idea what AFTER they moved the furniture in. Broke bike. Broke hall tree. Broke another desk. Boxes were upside down or on their side. Helped themselves to my frig without asking. Google their reviews BEFORE you sign. You will find they are pathetic. You will also find they do not pay claims! Disgraceful company! GO UNITED!!

Move size: 4+ Bedroom Home Service cost: $11111

I recently moved from San Jose, CA to Oregon. The agent I contracted w/ subbed out the move to Allied without my knowing until the day before the move at which time I had one day to vacate the house or I would have had to pay another months rent.
They had 3 loads on the truck including mine. I marked with labels with my new address, impossible to mess this up. But they did. One load went to Reno, NV, another went to Idaho. When they arrived at my house there were broken & missing. With my address labels on "ALL" boxes how could you confuse Oregon with Idaho & Nevada!
All the horror stories I've heard about moving are still in effect even though there are government regulations supposedly protecting the consumer. I will never use this company again, nor will I recommend. This company and it's sub agents suck.

Move size: 3 Bedroom Home Service cost: $5600

They damaged all of the large pieces from my move. They were dishonest and the driver left with these large damaged pieces (because he told me that this is what the protocol was and that he would take it to the ware house. Instead, he "disposed" of it himself). Subsequently, they did not reimburse me for these items during my appeal. I waited over 3 months and did not have my issue resolved. I had over $2,000 in damage that I never got back. The customer service was poor. I would not recommend their service to anyone under any circumstances. They should not be allowed to continue a business as such.

Move size: 2 Bedroom Home Service cost: $4882